Customer Success Specialist | Morning Shift | WFH

About the Role

What You Will Do

• Monitor inboxes, acknowledge, route, and schedule responses to customer enquiries
• Run scripted check-ins and capture outcomes, ensuring timely completion of standard tasks
• Process standard requests, such as licence changes, via workflows
• Direct customers to approved resources or internal teams, uncovering opportunities for licence expansion
• Keep records, notes, and handovers accurate and up-to-date, maintaining high-quality CRM records
• Work within SOPs, scripts, and escalation pathways, ensuring adherence to process
• Escalate anything requiring judgement or outside standard process, using sound judgement and critical thinking
• Collaborate with internal teams to ensure seamless communication and resolve customer issues
• Analyze customer data and feedback to identify areas for improvement and optimize customer success strategies

What We Are Looking For

• Health and safety experience, either direct or indirect, is highly desirable
• Strong customer service and communication skills, with the ability to navigate complex customer issues
• Highly organised and process-driven, with experience working with CRM tools and managing repeatable coordination work
• Comfortable with CRM, help desk, outbound calls, and Microsoft 365 tools
• Ability to work independently and as part of a remote team, with a strong focus on self-motivation and discipline
• Strong problem-solving skills, with the ability to think critically and outside the box
• Experience working in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously
• Strong attention to detail, with the ability to maintain accurate records and reports

Nice to Have

• Experience working in a BPO or co-sourcing environment
• Familiarity with Zoho, help desk, and outbound calls tools
• Certification in customer service or a related field
• Experience working in a global team, with the ability to navigate cultural and language differences

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work remotely from the comfort of your own home
• Collaborative and dynamic work environment, with a focus on teamwork and open communication
• Professional development and growth opportunities, with the chance to learn new skills and take on new challenges
• Access to cutting-edge digital tools and technologies, with the ability to stay up-to-date with industry trends and best practices
• Flexible working hours, with the ability to balance work and personal life
• Health and wellness programs, with a focus on employee well-being and satisfaction
• Recognition and reward programs, with the opportunity to be recognized for outstanding performance and contributions

• Ensure you have a strong understanding of CRM tools and help desk software, and be prepared to provide examples of how you have used these tools in previous roles.
• Develop a portfolio that showcases your customer service skills, including any relevant certifications or training programs.
• Practice your problem-solving skills, and be prepared to provide examples of times when you had to think critically and outside the box to resolve a customer issue.
• Be prepared to discuss your experience working in a fast-paced environment, and how you prioritize tasks and manage multiple projects simultaneously.
• Research the company culture and values, and be prepared to discuss how your skills and experience align with these values.
• Be prepared to discuss your experience working remotely, and how you stay motivated and disciplined in a remote work environment.
• Don't be afraid to ask questions during the interview process, and be sure to ask about opportunities for growth and development within the company.